Product Overview: EQ
Cyncly Agreement Document
1. FUNCTIONAL OVERVIEW
1.1 Core Functionality:
1.1.1 EQ is a specialised business management tool for kitchen, bathroom, and bedroom retailers. It includes a powerful CRM (Customer Record Management) system, enabling efficient management of leads, sales, and prospects. This system incorporates email and text communication within a tracking log for ease of use.
1.1.2 A key feature of EQ is its quick and detailed quotation generation. This can be done directly within EQ or by importing from Supplier’s CAD products (Winner Flex, Virtual Worlds, or Innoplus) or other compatible CAD tools.
1.1.3 EQ offers a comprehensive product catalogue specifically for the kitchen, bathroom, and bedroom industry. This allows retailers to easily access and use products from their preferred brands.
1.1.4 EQ streamlines the entire sales process for retailers. From generating quotes to post-sales support, it covers contract creation, order processing, delivery scheduling, installation coordination, customer payments, invoicing, and integration with accounting software. Additionally, it aids in managing post-sale activities like additional orders, collections, and returns.
1.1.5 With EQ, retailers have access to extensive reporting features, which greatly enhance both business efficiency and customer service quality.
1.2 Business Solution and Value Addition:
1.2.1 EQ is a versatile tool designed for businesses selling kitchens, bathrooms, and bedrooms, suitable for all sizes from small family-run stores to large chains in the UK. It simplifies managing clients, quotes, and sales by offering a central system for tracking communications, orders, and important milestones. This ensures everything from product ordering to invoicing is efficiently handled.
1.2.2 EQ adds value in several key areas. It makes quoting easier by automatically suggesting additional products, which can increase sales and ensure no essential items are missed. It also allows businesses to set their own pricing rules, helping them to maintain a clear view of profits and assist in setting prices effectively.
1.2.3 EQ adapts quickly to changes, such as when customers alter their choices. It can swiftly update a quote, avoiding the time-consuming task of manually checking price lists. EQ also goes beyond just pricing items in a design plan; it can detail the entire project cost, including fitting costs and instructions, enhancing both business operations and customer service.
2. MARKET AND GEOGRAPHIC REGION
The Product is designed for the kitchen, bathroom, and bedroom market and is sold primarily in the UK.
3. CONTRACT TYPE
The Product is offered as a Software as a Service (SaaS) solution on a subscription basis.
4. TERM
After a Minimum Period of 12 months or 36 months, as specified on the Order Form as the Duration (or for legacy agreements, the Term), the subscription will automatically renew subject to the conditions.
5. BUSINESS / COMMERCIAL MODEL AND ACCESS RIGHTS
The Product is subject to the following Access Rights:
5.1 Product is limited to the Modules/optional Modules and catalogues which appear on the Order Form.
5.2 Access Rights are granted on a named user basis meaning you must obtain one license per named user.
5.3 The Product has two types of licenses, a main license and additional licenses. Additional licenses are not permitted to be purchased without a valid and live main license.
5.4 The Customer can administrate Users. However, the access right to the Product designing part is controlled by a “named user license” model, where the Customer himself can allocate the purchased number of licenses to the registered users.
5.5 There is no limitation on the number of Projects per year.
5.6 Use of the Product is strictly limited to named users and the legal entity that appears on the Order Form.
6. ARCHITECTURE
6.1 The Product has been designed to combine a SaaS solution with a local desktop installation. The SaaS component is developed as a native cloud solution, utilising Microsoft Azure public cloud resources.
6.2 The desktop application is installed on the Customers’ own computers. Regarding the hosted database, each Customer has its own instance.
6.3 The Product’s services are multi-tenant. Each Customer’s business data is securely stored in a dedicated private database (storage container). Data storage is region-specific, stored in a single Azure region (with backup in the same geographical area), chosen based on the geographic location of the Customer, and in compliance with Data Protection Laws. For enhanced availability, such services may be hosted in multiple Azure regions.
6.4 The Product is accessible to Customers exclusively in the production environment.
6.5 The platform relies on Azure services and infrastructure, which showcases a service level exceeding 99.98%. Microsoft Service Level Agreements are listed here.
6.6 There may be scheduled downtime for maintenance or upgrades, which will be communicated to the Customer in advance.
7. THIRD-PARTY SOFTWARE
7.1 The Supplier uses third-party software in the development and operation of the Product. The specific third-party software used will depend on the Customer’s individual needs and setup requirements. Use of this software is governed by the applicable agreements with each particular provider, if applicable.
8. SECURITY MANAGEMENT PLAN
8.1 Microsoft Azure implements stringent physical access controls at data centers and server rooms.
8.2 Data transmission between the Customer and the SaaS application is secured using TLS 1.2 or higher encryption. Data at rest is encrypted using robust encryption methods to protect against unauthorised access.
8.3 The Supplier’s development team adheres to secure coding practices, with regular code reviews to identify and fix potential security vulnerabilities.
9. PRE-REQUISITES FOR USING THE PRODUCT
9.1 The minimum processor requirements for Windows and Mac systems to use the product:
9.1.1 Local installations: This is a Windows-only application.
9.1.2 Requirements: Intel Pentium 4 or equivalent, and above.
9.1.3 Hosted EQ: Windows or Mac for the end user.Server – Dual-core or 3GHz or higher processor. Or 2 vCPUs.
9.2 The system memory requirements to use the product:
9.2.1 Local: Minimum4GBRAM
9.2.2 Hosted: 4GB RAM plus 512MB RAM per user.
9.3 Operating system requirements:
9.3.1 Local EQ: Windows 10 or Windows 11
9.3.2 Hosted EQ can be accessed from a variety of devices:
9.3.2.1 Windows 10 or Windows 11 for PCs
9.3.2.2 macOS 13.1 or above for Apple Macs
9.3.3 And from EQ v18 with web browser access, also access via:
9.3.3.1 Apple iOS version 13 or above for iPads
9.3.3.2 Android version 12 or above for tablets
9.3.3.3 ChromeOS 107 for Chromebooks
9.4 Compatible browsers:
9.4.1 All the below for hosted EQ:
9.4.2 On Windows: Edge 110 and above. Chrome 120 and above. Firefox untested.
9.4.3 On macOS: Safari 16 and above.
9.4.4 ChromeOS: Chrome 120 and above.
9.5 Mobile devices that support the product:
9.5.1 Tablet devices are supported.
9.5.2 Connectivity using a phone device is available but not recommended because the screen size means it is difficult to operate.
10. IMPLEMENTATION METHODOLOGY
10.1 The first step in implementing our Product is discovery and requirements gathering, where we identify and understand the Customer’s needs and objectives for adopting our product.
10.2 Once the Order Form is signed between the Parties, the Company/Supplier notifies the deployment team. This team then adds the confirmed number of license keys to the Supplier’s license registering tool.
10.3 The deployment team sends the customer a link via our back office. By clicking this link the customer can register with the user credentials, and the Onboarding files are accessible to the customer through download links.
10.4 The same process cycle is followed for adding additional licenses.
11. SUPPORTED VERSION
11.1 Not all customers will upgrade at the same time once an update has been made available. Customers usually can only experience the new upgrade by installing it. Larger businesses may set up a copy-testing environment (usually on-premise) to experience it before live rollout.
11.2 The product is upgraded constantly with approximately 6-8 minor versions in a year.
12. SUPPORT SERVICES AND SERVICE LEVEL COMMITMENT
12.1 The standard service desk provides support from Monday to Friday 08:30–17:00 UK time excluding public bank holidays.
12.2 Any staff member of the customer can contact support (though it is preferred, especially at larger customers, that the key user remains the main contact, who deals internally with their other users). Zendesk stores the customer information and support tickets.
12.3 Customer can contact the service desk by calling via telephone on 01827 839 259. Support live chat is available in the Support Centre: https://eq.support.compusoftgroup.com/hc/ or the customer may email support.eq@compusoftgroup.com.
12.4 Termination:
12.4.1 Exclusive Online Termination Method:
The Customer must exclusively use the designated online form, accessible via https://spaces.cyncly.com/termination-request.html, to request termination of this Agreement. Any attempts to terminate this Agreement through other means shall be deemed invalid. The Agreement is only considered effectively terminated upon the Customer’s receipt of a formal confirmation email from Cyncly, verifying the processing of the termination request submitted through the online form. Cyncly reserves the right to review and verify the legitimacy of each termination request to ensure compliance with the Conditions set forth in the Agreement. The actioning of any termination request is contingent upon this investigation, and the Customer will be notified of the outcome accordingly.
12.4.2 Obligations and Product Specificity:
Termination of this Agreement does not absolve the Customer of any accrued obligations or liabilities, including outstanding Fees or Expenses, up to the termination date. This clause applies specifically to the Product identified in the Product Overview of this Agreement, with the understanding that terms for other Cyncly products are governed by their respective product overviews.
13. SERVICE LEVEL AVAILABILITY
The Service Level for Availability of the Product is 99.98%, subject to causes outside of the Company/ Supplier’s control and planned maintenance windows.